[hackpgh-ham] Fwd: [PARC] Extremely terrible experience with Yaesu Support

  • From: Matthew Beckler <mbeckler@xxxxxxx>
  • To: hackpgh-ham@xxxxxxxxxxxxx
  • Date: Thu, 09 Jun 2011 14:39:38 -0400

Not sure if everyone on the hackpgh-ham list subscribes to the PARC mailing list. Has anyone here ever dealt with yaesu's support department?


-------- Original Message --------
Subject: [PARC] Extremely terrible experience with Yaesu Support
Date: Thu, 09 Jun 2011 14:26:27 -0400
From: Geoffrey Wolf <GRW20@xxxxxxxx>
Reply-To: Panther Amateur Radio Club <parc@xxxxxxxxxxxxx>
To: parc@xxxxxxxxxxxxx

So, it's time for a rant about terrible Yaesu Support.

So... the story. A few weeks ago, I was operating 440 with my Yaesu
FTM-350R in my car, when all of a sudden *POP* and smoke rising quickly
out of the Yaesu.

I pulled over and yanked the power and put the fire out the best I could.
I got home and opened the thing up and sure enough the board was quite
charred and it was apparent that a few of the jumpers on the board had
arced and started a fire.

I promptly sent the radio in to Yaesu (9 month old radio..). I get a call
today telling me they aren't covering anything under warranty. It would
cost me $500 to replace the entire main PCB.

The reasoning they gave me is that somehow a FUSED power source had
overvolted and set the fire. Looking through the schematic, I discovered
that the location of the fire along the circuitry was probably the least
likely to be victim of overvoltage. If overvoltage was the case, it would
have blown something else, not jumpers that are used for electrical
configuration of the CPU.

The tech I spoke to told me he spoke to the Vice President about the
situation and he agreed that the whole deal wasn't covered (the Vice
President doesn't know anything about Electrical Engineering apparently).
Not only could the defect in the radio caused a pretty serious fire inside
my car and possibly hurt me, they won't at the very least admit that
something went seriously wrong with the way my radio was manufactured.
They even wanted to charge me to have it shipped back to me!

Last but not least, I got the tech to inadvertently admit that he doesn't
take any pride in the company that he works for and that he screws
customers over like this on a daily basis. He even had the nerve to throw
a few expletives at me. Telling me to shut the **** up, telling me I'm
completely ignorant, etc.

Completely unprofessional experience with Yaesu today. If I hadn't bought
over $200 in additional equipment for this FTM-350, I wouldn't even
consider buying a new one to replace it.

To let the ham radio world know of my experience, I've purchased the
yaesusupport.com domain name and I'll be putting a brand new website up
there for them.

Hopefully they like it!

Geoffrey Wolf
BSIS University of Pittsburgh '14
AB3LS - Amateur Radio Callsign

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